Social media doesn’t sleep, so why should you?

Customers have high expectations for a quick response. 53% expect a brand to respond to their Tweet & demand that response comes in less than an hour, according to the Lithium-commissioned study by Millward Brown Digital. The bottom line is you need to respond in under 2 hours.

If it is a complaint then 72% of the people expect a brand to respond within 1 hour. People who complain expect a quick response.

What are the consequences of poor response times? 38% feel more negative about the brand and/or company and 60% will take unpleasant actions to express their dissatisfaction.

Timely responses to Twitter, on the other hand are rewarded & remember these exchanges are occurring in the public domain, so it will have a domino effect on followers. When a brand responds in a timely manner on Twitter:

47% of people recommend the brand through social media

43% of people encourage friends and family to buy from the brand / company

42% of people praise the company through social media

38% of people are receptive to advertisements

34% of people buy more of the company’s products

It is necessary to stress the importance of building trusted relationships with customers on Twitter. Twitter generates a sense of community.It can help to raise brand awareness and allow brands and consumers to interact in real time.